Mark Goulston

nine basic rules and twelve quick techniques you can use to move people through different points on the Persuasion Cycle.

the right words have tremendous power to heal

The key to winning is poise under stress.

When bad things happen, if you resist the temptation to do anything that will make matters worse, you will discover valuable things about your company and yourself that you would never have learned had you not taken the hit.”

Now that I’m a little calmer, I can see that I might be overreacting or taking the situation too personally in this way: _____________________________________________.”

I try that better strategy, the benefits will be _________________________________________________.”

Commit to taking action

That’s because you need to remain calm even as you’re experiencing a nearly overwhelming urge to give in to anger or fear.

battle your natural fight-or-flight instinct.

So make an effort to practice them every day, especially right before you meet with an irrational person.